Zoom Phone: Call Queue Administration

Administrators can choose how calls are presented to queue members:

• Simultaneous
  All available members ring at the same time. The first to answer receives the call.
• Sequential
  Calls ring members in a defined order. If the first member does not answer within the ring time, the call proceeds to the next member.
• Rotating
  Calls are distributed evenly by rotating the first ring target to balance call volume.

Best Practice: Use Simultaneous for time-sensitive queues and Sequential/Rotating when prioritization or fairness is required.

Ring Time defines how long a member’s phone rings before the call is considered unanswered. Avoid excessively long ring times, as they delay overflow handling.

Members can be configured to opt in/out of the queue manually.

• Calls are only routed to members who are:
  • Opted in
  • Not on another call (unless call waiting is enabled)
  • Not set to Do Not Disturb

Note: If all members are unavailable or opted out, calls immediately follow the overflow path.

Overflow defines what happens when a call cannot be answered by queue members.

Common overflow actions:

• Route to voicemail
• Route to another call queue
• Route to an auto receptionist
• Forward to an external number

Overflow conditions can be triggered by:

• Maximum wait time exceeded
• No available members
• Queue reaching maximum call capacity

Best Practice: Always configure an overflow destination to prevent abandoned calls.

Each Call Queue has its own voicemail box, independent of individual users.

Administrators can:

• Enable or disable voicemail per queue
• Set voicemail as the primary overflow destination
• Customize voicemail greeting and message instructions

The voicemail greeting should clearly state:

• The department or service name
• That the caller has reached voicemail
• When to expect a response (if applicable)

Example: “You have reached the Service Desk. Our team is currently unavailable. Please leave a message with your name, number, and reason for calling.”

Configurable options include:

• Maximum voicemail length
• Ability for callers to transfer out or repeat the greeting
• Transcription (if enabled at the account or site level)

Voicemail messages are associated with the Call Queue, not an individual user.

Access methods:

• Zoom Web Portal
  Phone → Call Queues → [Queue Name] → Voicemail
• Email notifications (if enabled)
• Zoom desktop or mobile app (for members with access)

Note: Only users explicitly granted voicemail access will see queue messages.

Administrators can enable notifications to:

• Specific users
• Shared mailboxes
• Multiple recipients

Notification options may include:

• New voicemail alert
• Voicemail audio attachment
• Transcription (if available)

• Periodically review member opt-in status, especially after staffing changes.
• Test overflow and voicemail behavior after any configuration change.
• Use clear, professional voicemail greetings and update them for holidays or closures.
• Limit voicemail access to appropriate staff to avoid missed or duplicated responses.
• Align call handling settings with documented departmental procedures.

• Verify member availability and opt-in status
• Confirm ring time and overflow thresholds
• Check Do Not Disturb settings on member accounts

• Confirm voicemail access permissions for the queue
• Verify users are checking the correct queue mailbox, not personal voicemail

• Define internal procedures for message ownership
• Consider centralized voicemail notifications or ticketing workflows